Experience Investigators by 360Connext

APRIL 28, 2015

We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back. From the moment we entered the Vero Beach Hotel and Spa, we were struck by the small touches that welcomed us at seemingly every turn.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. In the hotel I currently manage, we provide suite accommodations. We share our satisfaction scores and third-party reviews with every employee at the hotel, not just among the management team.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

InMoment XI

OCTOBER 17, 2024

Customer Feedback Questionnaire for Hotels How would you rate your overall satisfaction with your recent stay at our hotel? On a scale of 1-5, how likely are you to recommend our hotel to others? How satisfied were you with the cleanliness and upkeep of your room? Did the amenities offered meet your expectations?

Feedback 195

Feedback Insights Customers Banking 195

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve joked about how so many hotel “gyms” have at least one broken treadmill. The last several hotels have had working equipment! I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. No more broken treadmills! How lovely.

Travel 282

Travel Hotels Guest Experience Airlines 282

Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. At Horst’s orientations, he encourages employees to embrace the vision of the hotel and be a part of the dream.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

Experience Investigators by 360Connext

JANUARY 12, 2015

As an example, I stayed at a hotel monthly in Birmingham, Alabama, for a while. Realizing I never rented a car because the client was across the street, the hotel front desk person offered to pick me up from the airport each month so I wouldn’t have to take a cab. Instead of greeting a frequent shopper with a “You again?”

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Experience Investigators by 360Connext

JUNE 9, 2015

EXAMPLE: Doubletree Hotels and their chocolate chip cookie. It’s a signature extra by the hotel. It’s the little plus that show that you value the customer and their business. Check in at any Doubletree around the world and you’ll receive a warm chocolate chip cookie at reception.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

Experience Investigators by 360Connext

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch.

2024 284

2024 Fashion B2C Hotels 284

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. He is often greeted in his hotel room with a bottle of wine and chocolates. A great experience, but for whom? The thought behind the gifts is nice, but he can’t enjoy either.

Brands 259

Brands Hotels Consulting Workshop 259

GetFeedback

JULY 19, 2019

The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints. There is greater ROI when the holistic customer journey is the focus. 2: identify the VoC data that best helps you measure your performance .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Customer Bliss

APRIL 11, 2018

Virgin Hotels decided to act with fairness by eliminating “nickel and diming” at their hotels. You also won’t get dinged for room service fees or add-on service charges. “We shouldn’t feel like ‘we’ve got you,’” says CEO Raul Leal in rebuffing fees customers often feel imprisoned by at other hotels.

Hotels 209

Hotels Insurance Books Banking 209

GetFeedback

NOVEMBER 25, 2019

Hotels: 76%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Health Insurance: 73%. Hospitals: 76%. Household Appliances: 80%. Internet Investment Services: 79%. Internet News and Opinion: 75%. Internet Retail: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. For example, a few hours after checking into my hotel, I got an email with this message. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

eglobalis

SEPTEMBER 28, 2024

This made it impossible to input the hotel address, and the system no longer recognized addresses that had previously been accessible. Here’s a detailed account of the problems we encountered: We stopped at a supermarket, and when I restarted the car, the navigation system stopped working. Before the trip, everything was working perfectly.

Automotive 497

Automotive Loyalty Return on Investment Transportation 497

Experience Investigators by 360Connext

APRIL 7, 2015

That’s where we’re told that the “best they can do” is offer us a hotel “distressed passenger” discount for a hotel 40 minutes from the airport. My husband tries another American Airlines customer service rep. Then we go wait for standby and realize our fate. We aren’t getting home tonight.

Airlines 307

Airlines Customer Experience Travel Books 307

PeopleMetrics

APRIL 11, 2025

But AI Is Taking It to a Whole New Level Restaurants, hotels, car rental agencies theyve been experimenting with in-moment feedback for years. Seamless, Conversational, AI-Powered In-Moment Feedback This is where things are headed: A text message survey while youre still at the hotel pool. This Isnt New. Thats not customer experience.

Feedback 62

Feedback Hotels Customer Journey Loyalty 62

ShepHyken

FEBRUARY 4, 2025

In the Moment Feedback This reminded me of an experience I am having more and more after checking into a hotel. In Gs words, You extract the customer from the experience and help them at that moment rather than force them to go through a process that, for them, could be confusing, cumbersome, or just not pleasant.

Feedback 91

Feedback Government Hotels Workshop 91

ShepHyken

JANUARY 28, 2025

For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Millennials and Gen Z are changing how loyalty programs are perceived and utilized.

Loyalty Programs 86

Loyalty Programs Loyalty Customer Experience Rewards Programs 86

InMoment XI

JULY 16, 2024

For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

For instance, a hotel chain could use predictive analytics to analyze past guest reviews and predict future trends in customer satisfaction. By identifying patterns—such as frequent complaints about room cleanliness during peak seasons—the hotel can proactively address these issues before they arise, ensuring a better guest experience.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 14, 2024

Hospitality Hotels and resorts can use AI to analyze guest reviews and feedback forms to identify strengths and weaknesses in their services. A hotel chain might discover through AI that guests frequently mention the need for better room cleanliness. By addressing this feedback, the hotel can improve guest satisfaction and loyalty.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Customer Bliss

MAY 25, 2018

For example, Virgin Hotels, named #1 U.S. hotel by Conde Nast Reader’s Choice Awards, walked away from price gouging at the mini bar, so you’ll never pay more for that Snickers bar than what you’d pay at the corner market. Do you build balanced relationships with customers, where both sides win?

Culture 277

Culture Books Hotels Social Media 277

ShepHyken

NOVEMBER 3, 2021

My hotels have struggled this year with our service scores. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. This hotel owner knew his ratings were slipping and wanted to do something about it. But what happens when it becomes a trend? He writes: .

Hospitality 169

Hospitality Hotels Customer Experience Feedback 169

InMoment XI

OCTOBER 24, 2024

Hospitality: Using a customer engagement platform, hotels and restaurants can streamline reservations, respond to guest messages, and manage personalized offers. E-commerce: E-commerce companies use customer engagement platforms to manage customer service, send personalized product recommendations, and automate follow-ups after purchases.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

AUGUST 1, 2024

Hospitality Industry A well-known hotel chain used customer sentiment monitoring to address areas of concern highlighted by guests. Through sentiment analysis of online reviews and survey feedback, the hotel identified recurring complaints related to cleanliness and service quality.

Measurement 195

Measurement Hotels Social Media Hospitality 195

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Experience Hotel analyzed more than 9 million emails they sent to their guests. Even if you’re not in the hotel industry, you’ll find the results interesting.

Article 155

Article 2021 Customer Service Loyalty Programs 155

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. What is Guest Experience?

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Hotels 2010 Customer Journey 204

Customer Bliss

OCTOBER 11, 2016

He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. Go to the hotels. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Drive other leaders to experience the brand: Be a customer. Listen carefully there.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Alida

OCTOBER 18, 2016

86 percent of #GenerationZ travelers prefer to stay in hotels ( TWEET THIS STAT ). Compared to Millennials, they’re less likely to use Airbnb. Beachy vacations’ top the wish list of #GenerationZ travelers ( TWEET THIS INSIGHT ). Hard-working, bright-eyed workers.

Travel 279

Travel 2010 Fashion Hotels 279

InMoment XI

JANUARY 27, 2022

New Zealand’s international border remains closed to the world until at least April 30th 2022 , with arrivals having to undergo a 14 day hotel quarantine. First, some context for our international readers.

Airlines 397

Airlines Customer Experience 2022 2021 397

Customer Bliss

AUGUST 8, 2019

Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst knows how to lead himself and others into greatness and has grown the Ritz-Carlton Hotel Co. knows a thing or two about creating memorable experiences and providing stellar customer service.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Hotel brands sometimes thank customers for their 10th or 100th stay. What about when they complete a training process or post about your brand on social media? Look for milestones. Are there milestones to recognize? Can you plan for appreciation at key points in the relationship? Support your customers’ goals.

2020 372

2020 Airlines Social Media Hotels 372

InMoment XI

AUGUST 15, 2022

For example, an airline may consider a passenger’s flight the extent of that individual’s experience, but this view fails to account for buying a ticket, waiting in the airport, finding a hotel, and all the other parts of the journey besides ‘just’ the flight. What Makes for a Great Retail Customer Experience Journey?

Retail 397

Retail Customer Experience E Commerce Airlines 397

ShepHyken

FEBRUARY 13, 2024

The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. The answer is simple. It’s about how businesses make us feel.

Customer Experience 145

Customer Experience Transportation Hotels Airlines 145

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Workshop Customer Service Training Communication 118

Beyond Philosophy

OCTOBER 15, 2020

Carbone did some work with hotels over the years and learned that people thought of the hotel room as a “safe container.” Consider a time you walked into your hotel room after checking in. I feel the same way about hotel rooms and the idea that people have been in there that I didn’t know about.

Hotels 131

Hotels Customer Experience Management Books Consulting 131